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 KhornateCake wrote:
Seeing this thread just made me remeber that back in June 2013 they look my £30 with nothing to show for it!

After 4 weeks of constant emails asking where my Eldar codex was I just gave up...

wow maybe you should shoot them another e-mail

Arrived at this page via google so apologies if I'm threadomancing or whatever.

I'm still waiting for dispatch on a TWG order I placed a month ago, 2 common items that were supposedly 'In Stock'

Never had trouble with them before, wasn't aware this thing happens with them. This'll be my last order from them methinks.

I've just put a request for a refund for an item I ordered a while ago, was in no hurry for it. But when I receive a template response to a request of estimated delivery time, it annoys me (that's putting it politely), so we'll see how long that takes.

If it takes longer than 7 days from your first email to have the refund actually in your account, I really would recommend going straight to your bank.

Back when the Imperial Knights had just come out, these guys had a 30% off sale and so I ended up placing not just one order, but TWO with them. (bought a Knights codex, and an X-Wing model on one, and a Knight on the other)

After a couple of weeks of not hearing anything, I decided to send them an email to find out what was going on...
Apparently, they had a back-log of orders and was asked to wait, unless I wanted a refund.

I gave them the benefit of the doubt.

4 weeks after placing the order, still no word. So again, I sent another email.
This time, they were waiting for new stock and was asked to wait again or get a refund.

SIX weeks after placing the order... Still nothing... Again, sent another email, this time complaining about the innapropriate length of time it took for them to process orders, and that their advertisement of "Shipping within 4-10 days" to be misleading and that I would be contacting the ombudsman if my orders were not processed soon.
Again, they gave me their apologies and said that their new stock would be in by the end of the month...

Today, after 8 weeks of having placed my order, I FINALLY get my "Order dispatched" emails... WELL ABOUT TIME!

And you know what I else I get with that? SWEET F*CK ALL! No apology, no "here's a present for your untimely wait"
Maybe I'm speaking too early, and there will be something when the package arrives (if it arrives...)

In any case... This has been a very valuable lesson:

STAY AWAY FROM TOTAL WARGAMER!!

Like I said Total Wargamer orders usually need 2 months to process, 3 months to get to you from the day you placed your order. The "present for your untimely wait" is the 30% off that no other discount gamer store can match (though this tactic only works for bulk orders - for orders around 50 pounds I think waylandgames is the better deal)

I'm rather worried about the guys here who have been saying they havent heard from TWG for 6 months and are still waiting for their order. Now that needs some looking into

Agreed.

Gotta keep on them like the plague!
And write to Trading Standards, if needs be!

This is the stock message they're seing out at the moment:

"I apologise for the delay in shipping your order. We have been experiencing high demand for products recently, which has unfortunately resulted in longer than usual dispatch times.
I am sorry for the delay. Please let us know if you would prefer not wait any longer - if you agree to wait we will ship your order as soon as possible."

I personally asked for a refund as it's already way beyond their stated dispatch schedule. Will update if/when refund is received so others know what to expect.

"recently"

hahaha oh boy they still use that one, eh?

"Longer than usual dispatch times" presumably means six months rather than three.

Man I wish I had seen this...

Must be a year ago, placed an order, usual rubbish of waiting on a shipment, blah blah, demanded a refund which they allege they put through, nothing showed up.

Called my credit card, sent 20 pages of emails to them. Cash refunded in 14 days.

Straight to Wayland Games.

I should have known given the prices.

For fellow Aussies, thecombatcompany.com are really cheap for models and paints, have an actual shop that I have been to, and are genuinely good guys - apparently they do a lot of international orders as well, which is baffling to me as usually everything here is 2x the price.

As you can see from my signature, yes.

All in all, it took them two months to get my order to me. My emails were responded to (eventually) with nonsense excuses time and time again, which I'm pretty sure were either pre-prepared or auto-replies, such as below.

TWG wrote:> Date: Sat, 10 Aug 2013 12:58:42 +0000
> 
> Very sorry for the delay in shipping your order.
> 
> We have had supply issues over the past couple of months.
> 
> We are due to receive a substantial delivery shortly.
> 
> When this does come in delivery to our customers will be within a couple of days.
> 
> If you do not wish to wait please let us know and we can arrange a refund.

TWG wrote:> Date: Wed, 21 Aug 2013 15:30:25 +0000
> Hello Daniel
> 
> Your order is still showing as processed - I am sorry this has still not been sent.
> 
> I will chase this with the warehouse again, but if you would prefer a refund, I can arrange that for you.

TWG wrote:> Date: Wed, 25 Sep 2013 06:21:35 +0000
> 
> In all honesty the earliest we can get this to you is the end of next week.
> 
> I have updated the address on the order.
> 
> Again, very sorry for the delay.

Order arrived on the 7th of October.

TWG wrote:Sorry it took so long.
Regards,
Paul Adkins
Total Wargamer

I usually try to be understanding and patient and all those good things. However, there's only so far that can go. Sure, business is rough, but claiming things aren't in stock when the site lists them in stock, for example, is just lying.

If they were having stock issues, why were those items all listed as being in stock on their store? Combined with finding numerous people complaining about them and citing almost exactly this response, it's obviously just a handwaving auto-response.

Also, don't let the reviews fool you, because I'm pretty sure they're fake.

I buy from Dark Sphere, now, being the cheapest place I have found (and also stocks fun stuff like plasticard, unlike Wayland - but Wayland have magnets). Their service is also quite excellent. They apologised quite considerably when my order was going to be a day late due to their street being buried by the freak snow that was happening in London, and let me add an item I forgot to the second part of my two-part shipping.

Wayland is great too, though. Literally the only reason I don't buy from them regularly is because Dark Sphere is a little bit cheaper.

Off topic: Greenstuffworld has magnets and tools and sculpting supplies dirt cheap. I think they are in Spain, got a huge amount of stuff from them that is extortionate if I buy it locally.

Well, I decided to take the initiative and contact Blackminster Business Park's management, the site where TWG is located.

They were unaware that TWG had effectively disconnected their phone, but told me they had received 'endless' phone calls regarding their business practices.

They advised me that they are usually open weekdays until 10pm 'fooling about' if anyone wishes to pay them a personal visit.

Sounds like they've had enough of them too.

@bovrillor, could you please pm me the phone number as TWG owe me money that should have been refunded and all I seem to get is standard template responses and multiple broken promises

PM sent, though I don't think the business park management are in any position to do anything about it... their response to my complaint was apathetic at best.

I'd love to get hold of an actual phone number for the TWG store... they must have something for their own use, or a personal mobile at the very least.

Further discussion with their landlord leads me to suspect there may be a Maelstrom brewing here, if you catch my drift...

I requested a refund via every one of their email addresses almost a week ago. They have yet to dignify me with a response of any kind.

In all honesty folks, at this point, just go through your Credit Card provider to get your money back. That is, assuming you used a credit card.

Assuming your credit card statement from paypal - if you've used that - also mentions TotalWargamer, I imagine you could also try getting it back through your bank, even though it's past paypals own refund window.

If you've used debit cards, well, um, I'm sorry...

I have sent a email asking them to cancel my order and am think of using Arcane miniatures Instead.

Personally I rate Arcane as worse than TWG. Utterly amazing he's still in business.

I've had good experiences with Wakefield Warriors Wargaming. They even answer their phone!

 Riquende wrote:
Personally I rate Arcane as worse than TWG. Utterly amazing he's still in business.

Why so?

 Compel wrote:

If you've used debit cards, well, um, I'm sorry...

Far as I know banks have a lot more protection for internet purchases on Debit cards now so chances are whilst you've spent your money and not the banks you might get some help - however that is likely only if the retailer has not refunded you after you've requested a refund from them. So if you want a refund ask for one from TW and then only if they don't give that to you in a timely fashion escalated it to the next level. (unless you've evidence/reason to think that they've folded and won't honour refunds).


Honestly it sounds like they've got something in their cash flow broken to the point where its like Maelstrom in that they need more orders to ship and fulfill the orders they've already got. Plus their drawing factor is their discount (and they know this) which means its likely very hard for them to dig themselves out because of the high discount eating into their gains per sale.

 sing your life wrote:

 Riquende wrote:
Personally I rate Arcane as worse than TWG. Utterly amazing he's still in business.

Why so?

Because he's like TWG, but with worse comms.

He did actually issue me a refund on the one order I've placed, because bizarrely, in his head, it was easier to ignore my emails asking him to confirm my order had been received, fail to respond to my PayPal dispute where I stated explicitly that i was still happy to continue with the transaction but had been unable to get a response any other way and just give me my money back than simply fething talk to me

The only thing good that came out of that was I discovered Troll Trader, as the only other UK stockist of Enigma Miniatures I've found, and they're reliably great.

 azreal13 wrote:

The only thing good that came out of that was I discovered Troll Trader, as the only other UK stockist of Enigma Miniatures I've found, and they're reliably great.

It's worth trading with TT on ebay just to get the TT authentic feedback comments!

Their eBay stock often differs from their site stock too, and sometimes the free p+p on eBay is worth the higher price than the site + shipping! All part of the fun!

Took 8 weeks to get a set of brushes. Same old problem as everyone else, a few emails back and forth, then nothing. Posting on their Facebook was the best way to response.

Posting your experience here is another good way to get their attention. http://www.consumeractiongroup.co.uk/forum/showthread.php?373585-Total-Wargamer-Problems.

I'll be shopping at Dark Sphere from how on, and occasionally GW if the need arises.

Update: I just received a cancellation/refund notice from them, along with the stock apology email.

Online banking is down atm but I assume the deed is done.

I'll be sticking with my FLGS in future. Only 10% off generally, but service is worth paying for. A full week between every response is just not worth *any* discount.

Bovrillor wrote:
Online banking is down atm but I assume the deed is done.

I salute your optimism

 Sir Arun wrote:
Like I said Total Wargamer orders usually need 2 months to process, 3 months to get to you from the day you placed your order. The "present for your untimely wait" is the 30% off that no other discount gamer store can match (though this tactic only works for bulk orders - for orders around 50 pounds I think waylandgames is the better deal)

I'm rather worried about the guys here who have been saying they havent heard from TWG for 6 months and are still waiting for their order. Now that needs some looking into

Well, I placed quite an order (225 £) on 2013 November 19th and I am still waiting. I am regularily writting to them, it is always "sorry next week" I really start to feel crazy about it. If there is any action group I wil gladly join them. For a number of reasons I prefer not to cancel my order and I even proposed to them to change it for more easily available items... Wihout results.